(CHICAGO) A terminal where travelers once could not get a cup of coffee once passing through Transportation Security Administration checkpoints has undergone a massive, $26 million renovation that added two dozen retail and food outlets, a massive duty-free store, a spa and other amenities aimed at transforming the customer experience.
Officials from Westfield, the Chicago Department of Aviation, the city and the state of Illinois were on hand Friday morning as the long-awaited overhaul of Chicago O’Hare International’s international Terminal 5 was unveiled.
After the redesign, passengers who make their way through security then immediately enter a 10,000 square foot, European-style, walk-thru duty free store – the first of its kind in the U.S. Upon exiting that store, travelers can sit at coffee shops, shop for souvenirs and grab a bite to eat at restaurants featuring a wide variety of domestic and international fare – many of which are located just steps from gates.
“Now, for the millions of passengers who travel through O’Hare Terminal 5 each year we are able to leave a first and last impression of Chicago that will leave them eager to come back and visit again,” says Rosemarie Andolino, commissioner of the aviation department. “By offering some of the best of what Chicago has to offer at O’Hare we are in turn offering travelers some of the best brands and products in the world.”
Chicago Mayor Rahm Emanuel, who was credited by several during a news conference for looking past difficult political challenges related to offering Westfield the concessions contract and focusing on the wellbeing of travelers and the city, was there to help perform a ribbon cutting and to tour the terminal’s new upscale retail shops and food outlets. U.S. Senator Dick Durbin (D-IL) and local elected officials also attended the grand opening event, which started with a half-hour press conference, featured two ribbon cuttings and then ended with a tour that involved samplings of many of the food offerings.
This was the first major redevelopment since the terminal was first built in 1993. The new terminal program includes several firsts, including a collection of offerings from Lettuce Entertain You Enterprises, such as Hub 51, which serves American fare and fresh cocktails, and Wow Bao, which serves Asian fare.
The terminal also features local chef Bruno Abate, whose Tocco features Neapolitan-style pizza, pasta and more, and celebrity chef Rick Bayless, who brought Tortas Frontera – which Bon Appetit magazine named “best airport restaurant in America.”
There will be upscale retail. Luxury Boutique Row, for example, ultimately will include four stand-alone brands: Salvatore Ferragamo, Luxury Watches, Michael Kors and Emporio Armani. And XpresSpa brought the airport’s first spa.
Westfield was awarded the contract to oversee concessions operations in Terminal 5 in 2011, following a highly contentious bid process. The company replaced Chicago Aviation Partners, which had operated there since 1993.
Westfield brought in several partners to assist with the overhaul: Areas USA and its joint venture partner Robinson Hill Inc.; Dufry and its joint venture partners Blue Darling and RGMA; Hudson and its ACDBE partners BTII Inc. and CMC Enterprises; along with Brookstone, I Love Inc., Midway Restaurant Development Ltd., Swatch, Vosges Haut-Chocolat and XpresSpa also have teamed with Westfield.
In an interview following the event, Westfield’s Executive Vice President Dominic Lowe told ARN that even amid construction with a temporary duty-free store in place and fewer than half of the concepts open sales and customer satisfaction increased dramatically. A Westfield news release indicates that sales per enplaned passenger reached $18.99 with $32 million in annual sales. Once development is completed, sales are expected to surpass $50 million.
Lowe says it has been Westfield’s goal to “transform the terminal experience” for passengers. Andolino believes that mission has been accomplished and adds that the new program puts ORD’s Terminal 5 on par with the amenities offered at any international airport.
“O’Hare has raised the bar and we are better positioned to compete with international gateways,” she says. “We are making Chicago O’Hare the best airport in the world for international travel.”
